Customer Support Specialist I

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Take charge of the daily execution and distribution of Media Intelligence Digests for a range of client accounts.

• Review and provide client digests while adhering to delivery timelines and service-level expectations.

• Conduct thorough quality assurance evaluations to guarantee that digests are precise, comprehensive, and meet client standards.

• Oversee active client review periods, coordinate necessary revisions, and ensure requested modifications are made promptly and accurately.

• Address delivery challenges in real-time, identify underlying causes, and escalate operational or technical concerns as needed.

• Cultivate expertise in account-specific requirements, preferences, and recurring workflows.

• Collaborate with Editorial, Customer Success, Customer Support, Onboarding, Product, and Engineering teams to resolve issues and enhance the client experience.

• Recognize opportunities to refine workflows, documentation, and operational processes for improved quality, consistency, and scalability.

• Assist with the onboarding of new digest accounts by contributing to operational readiness and documenting best practices.

• Work from 12:00 PM to 8:00 PM Bulgaria time to support North American morning operations.

• Be prepared to travel up to 10% for team collaboration, customer interactions, and company events.

• Participate in the annual company offsite, usually held in Mexico.

⛳️ Requirements

• A minimum of 1 year of experience in supporting time-sensitive operational workflows in customer support, operations, editorial operations, media operations, or a related field.

• Proven ability to manage multiple concurrent priorities while consistently meeting deadlines.

• Exceptional attention to detail and a strong commitment to quality assurance.

• Excellent written communication skills with the ability to convey information clearly and professionally to clients and internal partners.

• Strong organizational and time management capabilities.

• Experience working directly with clients or on customer-facing deliverables.

• Ability to work autonomously, exercise sound judgment, and make informed decisions within established processes.

• Strong problem-solving skills and the capacity to remain composed under tight deadlines.

• Experience adhering to documented operational procedures while identifying areas for continuous improvement.

• Familiarity with supporting SaaS products or subscription-based services.

• Background in media monitoring, media intelligence, journalism, publishing, or editorial environments.

• Experience in editorial review or quality assurance.

• Familiarity with CRM systems, ticketing platforms, or workflow management tools.

• Experience in documenting operational procedures and process enhancements.

• Experience collaborating with globally distributed teams.

• Ability to manage multiple client accounts with recurring delivery schedules.

• Proficiency in proactively integrating AI tools into daily tasks to enhance productivity and expedite delivery.

• Willingness to travel up to 10% for team collaboration, customer engagements, and company events.

• Attendance at the annual company offsite is expected.

🏝️ Benefits

• Fully remote team with a permanent work-from-home setup.

• Home office stipend.

• Reimbursement for phone and internet expenses.

• Coworking membership.

• Opportunities for virtual and in-person team bonding (lunches, events, competitions).

• Competitive geo-neutral compensation in the U.S.

• Annual reviews to ensure fairness and alignment with market standards.

• Standardized bonus or commission structure.

• 401(k) plan with employer contributions.

• Opportunities for equity participation.

• Comprehensive medical, dental, vision, disability, and life insurance for employees and their dependents.

• 100% premium coverage for individuals on high-deductible plans.

• 24/7 Virtual Care and Employee Assistance Program.

• Employer-funded HSA contributions and other pre-tax benefits.

• Quarterly wellness stipend and complimentary Headspace subscription.

• 4+ weeks of paid time off (PTO), along with paid sick and mental health days.

• 13 paid holidays, with the option to swap for personal days.

• Up to 16 weeks of fully paid parental leave.

• Clear pathways for internal mobility and promotion.

• Bi-annual performance reviews, team workshops, and leadership training.

• Unlimited access to Coursera and O’Reilly learning platforms.

• 2 additional PTO days each year dedicated to learning and development.

• Commitment to equity and appreciation of diverse perspectives.

• An agile, founder-led company focused on collaboration and innovation.